Hyatt Zilara Cancun
Blvd. Kukulcan Km 11.5, Cancun 77500 Mexico
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Avg. C$521 /night, 10/6 - 10/7
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4.5
#3 of 40 all-inclusives in CancunLocation
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This award is our highest recognition and is presented annually to the top 1% of businesses across select categories.
Welcome to Hyatt Zilara Cancun: an Adults-only, all-inclusive resort (min. age 18). Prominently located on the widest stretch of beach in the heart of Cancun's Hotel Zone, Hyatt Zilara Cancun is an all-suite, all-inclusive resort where guests experience traditional Mexican warmth in an intimate yet casual setting. Our resort features spacious suites, all of them with breathtaking views of the Caribbean and offers world-class dining, an impressive array of upscale amenities, outstanding service from an attentive and thoughtful staff, and spectacular grounds and facilities. Hyatt Zilara Cancun offers a myriad of activities and conveniences including sophisticated culinary options at six gourmet restaurants, rejuvenating treatments and services at Zen Spa, mixology experiences at The Den, wine and spirits tastings, enhanced pool and beach butler service and more.
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Property amenities
Free parking
Free High Speed Internet (WiFi)
Fitness Centre with Gym / Workout Room
Pool
Free breakfast
Beach
Diving
Airport transportation
Valet parking
Wifi
Fitness / spa changing rooms
Fitness classes
Sauna
Hot bath
Pool / beach towels
Infinity pool
Pool with view
Adult pool
Outdoor pool
Heated pool
Private pool
Bar / lounge
Restaurant
Breakfast available
Breakfast buffet
Snack bar
Special diet menus
Swimup bar
Poolside bar
Aerobics
Entertainment staff
Evening entertainment
Car hire
Taxi service
Business Centre with Internet Access
Conference facilities
Banquet room
Meeting rooms
Spa
Couples massage
Facial treatments
Foot massage
Full body massage
Head massage
Massage
Steam room
Adults only
24-hour security
Baggage storage
Concierge
Currency exchange
Gift shop
Shops
Sun loungers / beach chairs
Sun terrace
Butler service
Doorperson
24-hour front desk
Private check-in / check-out
Dry cleaning
Laundry service
Ironing service
Room features
Allergy-free room
Air conditioning
Private beach
Housekeeping
Private balcony
Minibar
Refrigerator
Flatscreen TV
Room service
Safe
VIP room facilities
Iron
Laptop safe
On-demand films
Room types
Ocean view
Non-smoking rooms
Suites
Good to know
HOTEL CLASS
Star ratings are intended to indicate the general level of features, amenities, and services to expect. This property is classified according to Giata.
HOTEL STYLE
Green
Great View
Languages Spoken
Spanish
Location
Getting there
Somewhat walkable
Places to stay are graded on a 0-100 scale. The higher the grade, the easier it is for travellers to find restaurants and things to do within walking distance.
Grade: 77 out of 100
77
Cancun Airport
14.9 km•
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Aerodromo de Playa Del Carmen
64.7 km•
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Rental Cars
31 Restaurants
within 0.5 kilometers
14,141Reviews1,742Q+A100Room tips
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Detailed Reviews
Hotel's Favourite
Before we arrived, our travel agent connected us to Daniel Manzana by email, the dining and cabana reservations manager. But how he knew us by face and name, to offer us hats amidst the New Years Eve crowd, was endearing. Maybe it was because he helped us arrange six coconuts in lieu of a bottle of liquor when we rented a cabana a fourth time.
The concierge staff, Monica and colleagues, were also so personable and helpful. We loved their daily Whats App message of activities. Monica arranged to have Chef Haisler in Spice, microwave some carryout food we purchased in town. We really appreciated that collaboration.
We have stayed at approximately 15-20 resorts and there has never been a time we rated a resort this well. The size of the resort is perfect. The beach was excellent. Not many vendors and no time share salespeople. No lines for meals. Beach cabanas for rent--great idea. Staff amazing! We are very very critical so this is a high praise. We will recommend to our friends, staff and others.Â
The Christmas and New Years Eve celebrations were beautiful. Those napkins folded like birds! The staff's energy! Your introductions of head staff. And the pool-side entertainment on New Years was incredible.
More of your wonderful team impressed us: Cabana guys Ivan, Adrian and Sebastian, who called us by name and tried to offer a steak or seafood in lieu of the alcohol with the fourth cabana rental - we appreciated their service (and coconuts instead).
Wait Staff at beach/pool, Victor, Luis, and Eloisa were attentive and kind.
Bartender Briscio, taught us all about Tequila (only drink 100% agave!) at the swim up bar. And like many staff, he offered to correct our Spanish speaking. He was delightful.
Many bartenders were friendly and welcoming, laughing with us as we danced past them.
Breakfast wait staff Gardenia and Carlos Martinez in Spice were special. They offered to make us Christmas coffee after Christmas, teach us Spanish words, and were still serving energetically New Year's Eve. Wow!
We always enjoyed the buffet in Spice, given our food limitations.
Waiters Arturo and Valdemor at Punta Vista breakfast time, were cheerful and helpful with our language. Food was presented beautifully there.
The entertainment team Johnathan, Gerado, Michelle and Mirfar (spelling?) were the highlight of my week. Their energy at the pool, creating a college-like atmosphere for the diverse ages, was so fun. The pool parties and foam were silly and we enjoyed. The team was always together, always visible to your guests. On the windy day, my son-in-law asked if they could move the ping pong table inside, which was a huge hit with many guests besides our family.
Housekeeping staff are doing a fabulous job. Inside and outside, public areas and rooms are super clean. We didn't see cups laying about, we liked the clever room service cabinets.
The Spa - used on two days by our two sons. Clean, classy, restorative, they said. The sample massage that Bryan arranged for our 21-year old was what encouraged him to use it (but he didn't get the massage). A suggestion: offer moisturizing lotion in the men's changing room.
Nightly entertainment was fun.
- Kenyai acrobats were amazing and unique!
- Check the sound system - when it's so loud, the singers are sometimes overpowered by speaker noise.
- Dancers: "beautiful ladies" and "handsome men" were talented.
Mixology Bartenders - great teachers in a cool atmosphere.
Sports Bar - we enjoyed pool table, foosball and outside space.
The Coffee Shop - Kind and Patient Staff, lovely place, great snacks. We all enjoyed our treats from there.
Eduardo, the assistant manager would meet with us and take a personal interest in our stay and listen to our comments.
I could list so many little things that make this resort outstanding but suffice it say, the attention to the important details were not missed and as such we will return and recommend this resort to friends and associates.
The concierge staff, Monica and colleagues, were also so personable and helpful. We loved their daily Whats App message of activities. Monica arranged to have Chef Haisler in Spice, microwave some carryout food we purchased in town. We really appreciated that collaboration.
We have stayed at approximately 15-20 resorts and there has never been a time we rated a resort this well. The size of the resort is perfect. The beach was excellent. Not many vendors and no time share salespeople. No lines for meals. Beach cabanas for rent--great idea. Staff amazing! We are very very critical so this is a high praise. We will recommend to our friends, staff and others.Â
The Christmas and New Years Eve celebrations were beautiful. Those napkins folded like birds! The staff's energy! Your introductions of head staff. And the pool-side entertainment on New Years was incredible.
More of your wonderful team impressed us: Cabana guys Ivan, Adrian and Sebastian, who called us by name and tried to offer a steak or seafood in lieu of the alcohol with the fourth cabana rental - we appreciated their service (and coconuts instead).
Wait Staff at beach/pool, Victor, Luis, and Eloisa were attentive and kind.
Bartender Briscio, taught us all about Tequila (only drink 100% agave!) at the swim up bar. And like many staff, he offered to correct our Spanish speaking. He was delightful.
Many bartenders were friendly and welcoming, laughing with us as we danced past them.
Breakfast wait staff Gardenia and Carlos Martinez in Spice were special. They offered to make us Christmas coffee after Christmas, teach us Spanish words, and were still serving energetically New Year's Eve. Wow!
We always enjoyed the buffet in Spice, given our food limitations.
Waiters Arturo and Valdemor at Punta Vista breakfast time, were cheerful and helpful with our language. Food was presented beautifully there.
The entertainment team Johnathan, Gerado, Michelle and Mirfar (spelling?) were the highlight of my week. Their energy at the pool, creating a college-like atmosphere for the diverse ages, was so fun. The pool parties and foam were silly and we enjoyed. The team was always together, always visible to your guests. On the windy day, my son-in-law asked if they could move the ping pong table inside, which was a huge hit with many guests besides our family.
Housekeeping staff are doing a fabulous job. Inside and outside, public areas and rooms are super clean. We didn't see cups laying about, we liked the clever room service cabinets.
The Spa - used on two days by our two sons. Clean, classy, restorative, they said. The sample massage that Bryan arranged for our 21-year old was what encouraged him to use it (but he didn't get the massage). A suggestion: offer moisturizing lotion in the men's changing room.
Nightly entertainment was fun.
- Kenyai acrobats were amazing and unique!
- Check the sound system - when it's so loud, the singers are sometimes overpowered by speaker noise.
- Dancers: "beautiful ladies" and "handsome men" were talented.
Mixology Bartenders - great teachers in a cool atmosphere.
Sports Bar - we enjoyed pool table, foosball and outside space.
The Coffee Shop - Kind and Patient Staff, lovely place, great snacks. We all enjoyed our treats from there.
Eduardo, the assistant manager would meet with us and take a personal interest in our stay and listen to our comments.
I could list so many little things that make this resort outstanding but suffice it say, the attention to the important details were not missed and as such we will return and recommend this resort to friends and associates.
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Review collected in partnership with Hyatt Hotels
Date of stay: December 2023
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Juliana Hernandez, Owner at Hyatt Zilara Cancun
Responded Apr 26, 2024
Dear SANFORD S, Thank you for sharing your detailed and wonderful experience at Hyatt Zilara CancĂşn! We're thrilled to hear that Daniel, Monica, and the rest of the team made your stay truly memorable. It's heartwarming to know that you appreciated their efforts and the special touches they provided. We're glad you enjoyed the size of the resort, the beach, and the lack of vendors and time-share salespeople. Your kind words about all the associates you mentioned, from the cabana guys to the wait staff, bartenders, and entertainment team, mean a lot to us. We're also delighted to hear that you enjoyed the Christmas and New Year's Eve celebrations, the entertainment, and the various amenities and activities offered at the resort. Your feedback about the sound system and moisturizing lotion in the men's changing room is duly noted, and we'll strive to improve in these areas. We look forward to welcoming you back at Hyatt Zilara CancĂşn and thank you for recommending us to your friends and associates! Warm regards, Eduardo Rojas General Manager Hyatt Zilara CancĂşn
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
We had a great stay at the Hyatt Zilara over Thanksgiving. The staff (Especially Ligia, Sarai, and Sabina) were all completely accommodating, kind, and fun. The beach view rooms were stunning, and everything seemed at a very low capacity and very safe with all appropriate sanitation and distancing methods observed.
Our one issue was upon arrival, the 3 of us (my wife, our friend, and myself) headed to the pool/beachside restaurant (Pelicanos, which is delicious, by the way) to grab a little dinner after a long day of travel. My friend and I were dressed in swim trunks and golf shirts. My wife was dressed in a long sort of canvas dress (picture attached) we were turned away at the door for the OUTDOOR restaurant, not for our clothes, but for my WIFE'S clothes. We all thought the host was joking but he kept saying she was inappropriately dressed. I looked into the restaurant and most of the women were in spandex pool cover-ups or swimsuits? So we still have no idea what he was talking about other than the fact that he was exceptionally rude about it. I need to reiterate, my wife was the most covered up and well dressed one at the restaurant, and this was not the nice steakhouse or anything like that. Also, this was the only restaurant open upon arrival, so we spent quite a bit of money to eat room service dinner up in our room right as we arrived as opposed to sitting by the pool/ocean like we planned/paid for... because my wife was underdressed? Overdressed? It's still unclear. Completely absurd.
Oh well, not the best welcome to the resort; however, the property recovered and we had nice time.
Our one issue was upon arrival, the 3 of us (my wife, our friend, and myself) headed to the pool/beachside restaurant (Pelicanos, which is delicious, by the way) to grab a little dinner after a long day of travel. My friend and I were dressed in swim trunks and golf shirts. My wife was dressed in a long sort of canvas dress (picture attached) we were turned away at the door for the OUTDOOR restaurant, not for our clothes, but for my WIFE'S clothes. We all thought the host was joking but he kept saying she was inappropriately dressed. I looked into the restaurant and most of the women were in spandex pool cover-ups or swimsuits? So we still have no idea what he was talking about other than the fact that he was exceptionally rude about it. I need to reiterate, my wife was the most covered up and well dressed one at the restaurant, and this was not the nice steakhouse or anything like that. Also, this was the only restaurant open upon arrival, so we spent quite a bit of money to eat room service dinner up in our room right as we arrived as opposed to sitting by the pool/ocean like we planned/paid for... because my wife was underdressed? Overdressed? It's still unclear. Completely absurd.
Oh well, not the best welcome to the resort; however, the property recovered and we had nice time.
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Date of stay: November 2020
Location
Cleanliness
Service
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Mario Mihalic, Other at Hyatt Zilara Cancun
Responded Dec 1, 2020
Dear GilbertDwellers, First and foremost, thank you for choosing Hyatt Zilara Cancun. We are happy that you liked the food quality and service in general! However, your comments let us know there are areas where we could focus attention to improve. We will evaluate what we can do differently going forward to avoid such inconveniences. Best regards, Mario M., On-Property Community Coordinator
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
This was our second time at Hyatt Zilara in Cancun and it was just as magical as the first. Every room is oceanfront/ocean view. The difference in room types is mostly a matter of what floor you're on. Every employee is wonderful and goes above and beyond to help your every need. We enjoyed bringing our own tumblers and reusable silicone straws and refill our drinks there. Note, like most major hotel brands they no longer offer plastic straws to do their part for the environment. Our favorite lunch/food spots was definitely Pelicanos and Asiana. We also visited the Zen Spa while there and I had an incredible hot stone massage. I especially enjoyed the steam room and sauna circuit before my treatment. The gym is also amazing with rooftop views and plenty cardio equipment. I was able to get in a full-body workout with the plethora of free weights and machines as well. The only downside was the bed was very firm, which some people will love. We just prefer softer mattresses. We also switched out the down pillows, which were a little flat, for memory foam pillows and it made a world of difference. I can't wait to return!
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Review collected in partnership with Hyatt Hotels
Date of stay: January 2020
Value
Rooms
Location
Cleanliness
Service
Sleep Quality
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from dreyn167, General Manager at Hyatt Zilara Cancun
Responded Feb 11, 2020
Dear pennybreu, Greetings from all of us here at Hyatt Zilara Cancun! We are honored to receive your compliments and to know that our food quality, our facilities and service provided by our associates all made for another exceptional experience. We hope to welcome you back soon. Best regards, Daniel R., General Manager
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
My partner and I came to this hotel 3 years ago to celebrate our wedding anniversary.
At that time we really enjoyed our stay, for that reason we decided to come back again for another weeding anniversary celebration.
We wanted an easy holiday without any bad surprises, so we thought booking a hotel we knew would be best.
So far after one day, we are extremely disappointed by the hotel service as we got checked into a room on the second floor which is facing the hotel
Lobby where they play extremely loud live music and due to the bad sound system it sounds like a loud cacophony. It felt like the music was playing in our room.
I called the hotel reception, hoping to find a solution as they knew I had just completed a 20 hour flight to get here, sadly the only solution that I was offered was an upgrade for a room on a higher floor with an extra of 40$ per night. I refuse to pay extra to get a basic comfort in a 5* hotel. As a second option, the hotel desk proposed to be patient as the music will stop at 11pm.
So instead of staying and relax in our room after a very stressful journey due the pandemonium caused by Covid-19, we had to leave the room and find refuge in the Japanese restaurant for a quick dinner. 3 years ago on our first visit the food was absolutely great with no fault. It was our first all inclusive holiday and we didn’t feel like we were compromising on the quality. Sadly the food this time tasted like a reheated microwave meal from the night before. Everything tasted really below par from the sushi that looked like it was coming out of a supermarket, the hot chicken wings that were drenched in sauce and completely soggy, and both our main courses had a bad after taste to them.
To top all of that off the last drop is the cleaning team who start to clean the lobby overnight which woke us up and had me writing this review on my first night at 3am instead of enjoying a nice relaxing sleep, which again expected basic comfort from any 5* hotel. The cleaning noises included moving furnitures around the lobby, hoovering, water splashed, plastic bag rustling, and constantly throwing things on the floor etc... this is turning to an absolute nightmare from day 1 and I am really hoping we will find a better solution tomorrow.
At that time we really enjoyed our stay, for that reason we decided to come back again for another weeding anniversary celebration.
We wanted an easy holiday without any bad surprises, so we thought booking a hotel we knew would be best.
So far after one day, we are extremely disappointed by the hotel service as we got checked into a room on the second floor which is facing the hotel
Lobby where they play extremely loud live music and due to the bad sound system it sounds like a loud cacophony. It felt like the music was playing in our room.
I called the hotel reception, hoping to find a solution as they knew I had just completed a 20 hour flight to get here, sadly the only solution that I was offered was an upgrade for a room on a higher floor with an extra of 40$ per night. I refuse to pay extra to get a basic comfort in a 5* hotel. As a second option, the hotel desk proposed to be patient as the music will stop at 11pm.
So instead of staying and relax in our room after a very stressful journey due the pandemonium caused by Covid-19, we had to leave the room and find refuge in the Japanese restaurant for a quick dinner. 3 years ago on our first visit the food was absolutely great with no fault. It was our first all inclusive holiday and we didn’t feel like we were compromising on the quality. Sadly the food this time tasted like a reheated microwave meal from the night before. Everything tasted really below par from the sushi that looked like it was coming out of a supermarket, the hot chicken wings that were drenched in sauce and completely soggy, and both our main courses had a bad after taste to them.
To top all of that off the last drop is the cleaning team who start to clean the lobby overnight which woke us up and had me writing this review on my first night at 3am instead of enjoying a nice relaxing sleep, which again expected basic comfort from any 5* hotel. The cleaning noises included moving furnitures around the lobby, hoovering, water splashed, plastic bag rustling, and constantly throwing things on the floor etc... this is turning to an absolute nightmare from day 1 and I am really hoping we will find a better solution tomorrow.
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Date of stay: March 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Daniel Reyna, General Manager at Hyatt Zilara Cancun
Responded Mar 17, 2020
Dear W2Akram, I am sorry that your stay at Hyatt Zilara Cancun did not start as you expected it to. We are committed to exceeding all of our guest's expectations, and I apologize for not being able to do so in your case. I understand our Manager on Duty is in direct contact with you and is working to offer solutions and turn it into a great stay. Best regards, Daniel R., General Manager
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
This resort has everything you need along with hospitality exceeding any and all xpectations. We stayed here for a total of 4 nights and 5 days and can't wait to go back. The pools were prestine with excellent service by all employees who always wore a mask. Same can be said for the restaurants found on location; amazingly accommodating staff along with excellent food.
The rooms were stickered before entering to note that they had been disinfected and sanitized. The view from almost any place in this resort is to die for (including the gym which has a view of the Nichupté lagoon).
The Spa (who goes on vacation and doesn't get at least one massage?) is not only welcoming by the kind people at the front desk but by the general ambiance and scent of the spa lobby. As you descend into the area that houses the sauna, steam room and private spa pool, you're taken into another world entirely. You're greated with the utmost respect and care. Our group was hosted by Rosa who provided cold towels as we sat in the sauna for 15 minutes (no other group outside of our own was allowed to join us.) Once we were done with the amenities, our massage therapists came and found us to start each of our sessions. I was lucky enough to be assigned to Jonathan who provided the best relaxing massage I've received to date (so great, in fact, that I went back for a second massage before my trip was over!). He was attentive and ensured I was comfortable the entire 80 mins.
Overall, highly recommend the resort. This place does NOT dissapoint.
The rooms were stickered before entering to note that they had been disinfected and sanitized. The view from almost any place in this resort is to die for (including the gym which has a view of the Nichupté lagoon).
The Spa (who goes on vacation and doesn't get at least one massage?) is not only welcoming by the kind people at the front desk but by the general ambiance and scent of the spa lobby. As you descend into the area that houses the sauna, steam room and private spa pool, you're taken into another world entirely. You're greated with the utmost respect and care. Our group was hosted by Rosa who provided cold towels as we sat in the sauna for 15 minutes (no other group outside of our own was allowed to join us.) Once we were done with the amenities, our massage therapists came and found us to start each of our sessions. I was lucky enough to be assigned to Jonathan who provided the best relaxing massage I've received to date (so great, in fact, that I went back for a second massage before my trip was over!). He was attentive and ensured I was comfortable the entire 80 mins.
Overall, highly recommend the resort. This place does NOT dissapoint.
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Date of stay: March 2021Trip type: Travelled with friends
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Mario Mihalic, Other at Hyatt Zilara Cancun
Responded Mar 24, 2021
Dear LOro28, Thank you for your excellent review. Pleased that our facilities were perfect for your visit. Happy you especially enjoyed the spa treatments and excellent service provided by our associates. We appreciate your feedback and would love to host you again. Best regards, Mario M., On-Property Community Coordinator
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
I'm wiring this at 4am on our second night of 4, so this review is subject to change depending on how management responds to the below concerns. We stay at many all inclusive's regularly, especially in Cancun. Zilara is a visually appealing property and the people who work here are very nice. The food and accommodations are on par with most 4 star resorts in Cancun so far. We paid a premium compared with other resorts in the immediate area that we normally stay at. We thought we would give Zilara a try. The real problem is that the hotel rooms open up to an interior open area for floors 1-4. We are currently staying on the 4th floor and the reason we can't sleep right now is that they are cleaning the floors in the lobby and the sounds resonate all the way up to the 4th floor. They were doing some other kind of (loud) maintenance last night. There are floors 5-8 in the building and I believe this to be a non issue if you are staying on one of the higher floors. I thought maybe it was us the first night not being able to sleep, but on night two clearly it is the sound that is keeping us up. The sound is kind of fun earlier in the day when they have entertainment and you can hear the hustle and bustle from the people and bars, but it makes it very hard to sleep at night. We are both normally very good sleepers too. Even though it is a HUGE pain the butt, we can hopefully re-pack and move to a higher level floor to where the noise isn't so bad for the next two nights. We were told that we will hear back from management after 12:00 tomorrow as to whether we could move to a higher floor room with a water view or not. On the positive side, we do have a very nice view of the water, the people have been quite nice so far, and the gym is nice. A couple other challenges, there is no very high end liquor (No Tito's vodka drinkers, Grey Goose is as high as they go) and the spa is very expensive. Bottom line so far, if you are looking for a quiet, relaxing getaway this may not be it. Luckily I brought a lot of reading material!
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Date of stay: February 2020
Value
Cleanliness
Service
Room Tip:Â Get a room on floors 5-8 due to the noise issues on floors 1-4.
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from dreyn167, General Manager at Hyatt Zilara Cancun
Responded Feb 7, 2020
Dear travelfamily200, I am sorry that your stay at Hyatt Zilara Cancun did not start as you expected it to. We are committed to exceeding all of our guest's expectations, and I apologize for not being able to do so in your case. I understand our Manager on Duty is in direct contact with you and is working to offer solutions and turn it into a great stay. Best regards, Daniel R., General Manager
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
Here for our 20th wedding anniversary - the hotel was immaculate and the staff was gracious, friendly and attentive. We stayed in a presidential suite, it met our needs with a spacious patio with great views. We did the hydrotherapy treatment in the spa and a couples massage, that was great too. Very pleased with the entire experience. The pool can be racous at times depending on the type of people there, but if that's not your scene (it wasn't for us) you can hang on the beach to get away from it. Restaurants - the buffet is 'decent', chef's table wasn't our thing, Asiana was perhaps one of the best meals we've ever eaten, Marie marie was excellent and Pelicanos was awesome and we ate most meals here. Great coffee drinks too! Fun shows at night and we were lucky enough to be here over Mexican independence day and that was a great dinner, show and tequilla tasting!
If you're thinking of coming here as a covid escape, it depends on your risk tolerance. The hotel has sanitizer stations and signs on tables and floors reminding about distancing and that 'face masks are mandatory', yet there was zero enforcement of this. Every staff member and for that matter every Mexican everywhere else we went outside of the hotel wore face masks and even face shields in many instances, very few tourists wore them. Unfortunately, the people who visit here feel like distancing isn't important at this time and it was disheartening to see people completely disregard wearing masks while indoors and annoying that they felt like they had to stand right behind us in line for coffee. This isn't so much a comment on the hotel but the tourists, fyi.
Regardless, we had a great stay and will definitely be back. The place was immaculate, beautiful and excellent service.
If you're thinking of coming here as a covid escape, it depends on your risk tolerance. The hotel has sanitizer stations and signs on tables and floors reminding about distancing and that 'face masks are mandatory', yet there was zero enforcement of this. Every staff member and for that matter every Mexican everywhere else we went outside of the hotel wore face masks and even face shields in many instances, very few tourists wore them. Unfortunately, the people who visit here feel like distancing isn't important at this time and it was disheartening to see people completely disregard wearing masks while indoors and annoying that they felt like they had to stand right behind us in line for coffee. This isn't so much a comment on the hotel but the tourists, fyi.
Regardless, we had a great stay and will definitely be back. The place was immaculate, beautiful and excellent service.
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Date of stay: September 2020
Rooms
Cleanliness
Service
Room Tip:Â Stay on the south end if you want less exposure to the pool crowd...
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Daniel Reyna, General Manager at Hyatt Zilara Cancun
Responded Sep 21, 2020
Dear Jason, Thank you for sharing the review of your stay with us in Hyatt Zilara Cancun. We appreciate your comments regarding the service, glad it contributed to making this an excellent stay. Hope to welcome you again during your future visits to Cancun. Best regards, Daniel R., General Manager
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
We spent 10 days here in November for our honeymoon. The view from the room was amazing, the spa is wonderful, food was amazing at all the restaurants (except we didn’t try Chef’s Plate). Staff were so sweet and great. Our check in was easy and the room was great and everything was clean and worked well. Eloise took such great care of me during our stay that I had to give her a hug goodbye. We just loved everything about our stay. The hammock on our balcony was so fun. I know some people mentioned up charge sales pitches but we didn’t experience that - they had a menu of a few additional items for up charges on the table but we were never pressured to order from them.
A few things that did not impact our stay negatively but wanted to note in case it helps others -
1. There is no food service at the beach or pool. You have to go to the restaurant or order room service (which is a bit limited).
2. The hot tub is the same temp as the pool which is not very warm. A slight bummer but again not a huge deal. We did have a jacuzzi in the room to use though.
3. The towel service desk is also where you book excursions so they do ask about booking those and they really don’t want to give you more than one towel. I tried to get one for me and one for my husband and it was a hassle which felt a little weird. One day we needed an extra one to wipe off our cabana bed since it rained so we each got two and that was a hassle as well. We used our towel all day so it wasn’t like we were trying to hoard them or being wasteful. Toward the end I made my husband get our towels because I felt bad even going up there.
4. You can swim in the beach here which was a big deal when picking our resort. The lifeguards are a little picky about where but that’s just to keep guests safe and didn’t bother us. In fact we appreciated it.
Our am stay was amazing and we loved that everything we wanted to eat and drink was included. We didn’t have to worry about a thing and we could relax all day. I can’t wait to go back.
A few things that did not impact our stay negatively but wanted to note in case it helps others -
1. There is no food service at the beach or pool. You have to go to the restaurant or order room service (which is a bit limited).
2. The hot tub is the same temp as the pool which is not very warm. A slight bummer but again not a huge deal. We did have a jacuzzi in the room to use though.
3. The towel service desk is also where you book excursions so they do ask about booking those and they really don’t want to give you more than one towel. I tried to get one for me and one for my husband and it was a hassle which felt a little weird. One day we needed an extra one to wipe off our cabana bed since it rained so we each got two and that was a hassle as well. We used our towel all day so it wasn’t like we were trying to hoard them or being wasteful. Toward the end I made my husband get our towels because I felt bad even going up there.
4. You can swim in the beach here which was a big deal when picking our resort. The lifeguards are a little picky about where but that’s just to keep guests safe and didn’t bother us. In fact we appreciated it.
Our am stay was amazing and we loved that everything we wanted to eat and drink was included. We didn’t have to worry about a thing and we could relax all day. I can’t wait to go back.
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Date of stay: November 2019Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from dreyn167, General Manager at Hyatt Zilara Cancun
Responded Feb 18, 2020
Dear nicolepA1349VA, Thank you for being our guest and for detailing your recent experience with us. We're delighted that you enjoyed a wonderful stay and appreciate the compliments to our associates. It is great to hear that you liked the food selection and quality and excellent service provided by our associates. Looking forward to your return trip! Best regards, Daniel R., General Manager
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
I must say, we were hesitant to travel around this time, however the staff goes above and beyond making you feel welcome and safe.
There’s hand sanitizer everywhere, the staff is always disinfecting common areas. We felt so comfortable and safe, this was a much needed vacation and the Hyatt Zilara did their part in making it grand. The staff was absolutely amazing, they all graciously wear face masks and face protectors, even the servers working the pool areas and beach in tremendous heat.
Catalino Reyes was our beach server and he did an outstanding job. Also, Ivan at the main bar was always accommodating and on point. The whole staff at Pelicanos during breakfast and lunch were superb! Also the two bartenders at the pool bar during the day were very efficient and friendly.
The only negative things I have to mention had to do with the room itself, we stayed in a Ocean front Luxury King room which has a wrap around balcony and amazing views. However, when we got in the safe wasn’t working, we called and they told us someone would go fix it but that for safety reasons we had to be in the room, which i completely understand, however we had just checked in and I would think this is all checked before the next guest arrives, obviously not the case, we decided not to wait and never really had the chance for us to be in the room for it to get fixed so we just didn’t use it.
Another issue was the AC, the room although not hot was very humid, so the AC never had time to catch up. It was never as cold as we would like it at night.
Lastly, our room category has beach cabanas assigned/reserved with the same room number, however one day we found ourselves in an uncomfortable situation as someone else was in ours. The staff dis their part in taking care of the issue efficiently and discreetly. However, I think this should be enforced when the customer first orders drinks, that way one is not put in awkward situations to begin with. When one books the room for this feature in particular, one shouldn’t have to stress over someone else occupying our assigned/reserved cabana at all.
However, in the big realm of things these issues will not stop us from returning or recommending the resort. I simply mentioned them to make management aware and hopefully make improvements to an already superb resort.
Again!! thanks to all the staff!! We cannot wait to return!!
There’s hand sanitizer everywhere, the staff is always disinfecting common areas. We felt so comfortable and safe, this was a much needed vacation and the Hyatt Zilara did their part in making it grand. The staff was absolutely amazing, they all graciously wear face masks and face protectors, even the servers working the pool areas and beach in tremendous heat.
Catalino Reyes was our beach server and he did an outstanding job. Also, Ivan at the main bar was always accommodating and on point. The whole staff at Pelicanos during breakfast and lunch were superb! Also the two bartenders at the pool bar during the day were very efficient and friendly.
The only negative things I have to mention had to do with the room itself, we stayed in a Ocean front Luxury King room which has a wrap around balcony and amazing views. However, when we got in the safe wasn’t working, we called and they told us someone would go fix it but that for safety reasons we had to be in the room, which i completely understand, however we had just checked in and I would think this is all checked before the next guest arrives, obviously not the case, we decided not to wait and never really had the chance for us to be in the room for it to get fixed so we just didn’t use it.
Another issue was the AC, the room although not hot was very humid, so the AC never had time to catch up. It was never as cold as we would like it at night.
Lastly, our room category has beach cabanas assigned/reserved with the same room number, however one day we found ourselves in an uncomfortable situation as someone else was in ours. The staff dis their part in taking care of the issue efficiently and discreetly. However, I think this should be enforced when the customer first orders drinks, that way one is not put in awkward situations to begin with. When one books the room for this feature in particular, one shouldn’t have to stress over someone else occupying our assigned/reserved cabana at all.
However, in the big realm of things these issues will not stop us from returning or recommending the resort. I simply mentioned them to make management aware and hopefully make improvements to an already superb resort.
Again!! thanks to all the staff!! We cannot wait to return!!
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Date of stay: August 2020Trip type: Travelled as a couple
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Daniel Reyna, General Manager at Hyatt Zilara Cancun
Responded Sep 1, 2020
Dear TaliaGarBar, We are grateful to receive your review regarding your vacation at Panama Jack Resorts Cancun. It is satisfying to read that your stay was overall a great experience and that you enjoyed the service provided by our associates. I am sorry about the inconvenience with the accommodation that you experienced during your stay and wish to offer you my sincerest apologies. It would be an honor to host you again during your future visits to Cancun. Best regards, Daniel R., General Manager
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
In times of Covid, it's important to share my family's experience. We were concerned about taking a vacation and read a lot of reviews. We are really happy with our stay! From the moment you wipe your shoes and they take your temperature to enter the hotel premise to the time we left, we felt we were safe because every staff member was polite, cautious, and focused on providing us with the best customer service. The property and room was spotless - you can see them cleaning all the time (chairs, tables, floors, counters, etc.). There are hand sanitizing stations and social distancing signs everywhere. Staff were always around with a friendly "hola" behind their masks and catering to your needs with utmost caution. We asked a staff member to take pictures of us with our phone, and afterwards, we saw him immediately sanitize his gloved hands.
The food was excellent. The only thing I wished is there could have been an additional restaurant choice for dinner to add variety. The pool, cabanas, and beach were beautiful and the weather was perfect. The most important thing during the covid is that we felt relaxed and enjoyed our vacation to the fullest.
The food was excellent. The only thing I wished is there could have been an additional restaurant choice for dinner to add variety. The pool, cabanas, and beach were beautiful and the weather was perfect. The most important thing during the covid is that we felt relaxed and enjoyed our vacation to the fullest.
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Date of stay: August 2020
This review is the subjective opinion of a Tripadvisor member and not of Tripadvisor LLC. Tripadvisor performs checks on reviews as part of our industry-leading trust & safety standards. Read our transparency report to learn more.
Response from Daniel Reyna, General Manager at Hyatt Zilara Cancun
Responded Aug 21, 2020
Dear Tori, It was a pleasure to welcome you to Hyatt Zilara Cancun during your recent stay. Comments like your reassure us that we are on the correct path of providing our guests with safe and enjoyable experiences they deserve. Thank you for mentioning the efforts we put into keeping our guest safe and hotel clean. Also, many thanks for highlighting the service our associates provided you with. Would be a pleasure to host you again during your future visits. Best regards, Daniel R., General Manager
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This response is the subjective opinion of the management representative and not of Tripadvisor LLC.
I think the property would be great for
you and your group. Food and and drink options are great. And yes there was several vegetarian dishes to
choose from.
There was not any toothpaste in my particular room not sure about all the rooms. I always travel with a small travel size toothpaste in my bag. They do have a little convenience store on site if you happen to not have any. Or you can catch the bus Route 1 to go into town and hit up an actual store.
The beach is gorgeous. Not rocky at all. There were complimentary cabanas, rented cabanas, and chairs on beach, plenty during my stay in Sept 2024 that I didn't have to get out early to get a cabana or chair on beach. Chairs and complimentary cabanas near pool were taken by like 8-10 am but somehow we always found a spot to leave belongings even if we didn't get out early.
There is no music on the quiet side and they post around resort for people to use headphones to not disturb others. I found it to be quiet on quiet side and not even loud on the more active side
…
"Bring yeti cups for pool/beach. Bring lots of $1.00 bills to tip for excellent service. "Read full review
"Hyatt Zilara in Cancun is always a great place. The staff wonderful during hurricane Elene making sure to keep us safe!"Read full review
"Plan to spend lots of pool time, secure your cabana early. Pack according to the nightly themes. Enjoy"Read full review
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PRICE RANGE
C$570 - C$811 (Based on Average Rates for a Standard Room)
ALSO KNOWN AS
the royal in cancun hotel cancun, the royal hotel cancun, royal hotel cancun, royal cancun resort
FORMERLY KNOWN AS
The Royal
LOCATION
MexicoYucatan PeninsulaQuintana RooCancun
NUMBER OF ROOMS
310
Prices are the average nightly price provided by our partners and may not include all taxes and fees. Taxes and fees that are shown are estimates only. Please see our partners for more details.
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Frequently Asked Questions about Hyatt Zilara Cancun
Which popular attractions are close to Hyatt Zilara Cancun?
Nearby attractions include AMMA Club (0.3 km), Forum Beach Cancun (0.1 km), and Sweet (0.1 km).
What are some of the property amenities at Hyatt Zilara Cancun?
Some of the more popular amenities offered include a swimup bar, free wifi, and free breakfast.
Which room amenities are available at Hyatt Zilara Cancun?
Top room amenities include a minibar, air conditioning, and a flat screen TV.
What food & drink options are available at Hyatt Zilara Cancun?
Guests can enjoy a swimup bar, free breakfast, and an on-site restaurant during their stay.
Is parking available at Hyatt Zilara Cancun?
Yes, free parking and valet parking are available to guests.
What are some restaurants close to Hyatt Zilara Cancun?
Conveniently located restaurants include Bubba Gump Shrimp Co., Lorenzillo's, and Limoncello.
Are there opportunities to exercise at Hyatt Zilara Cancun?
Yes, guests have access to a pool, a fitness centre, and a sauna during their stay.
Does Hyatt Zilara Cancun have airport transportation?
Yes, Hyatt Zilara Cancun offers airport transportation for guests. We recommend calling ahead to confirm details.
Are any cleaning services offered at Hyatt Zilara Cancun?
Yes, dry cleaning and laundry service are offered to guests.
Does Hyatt Zilara Cancun offer any business services?
Yes, it conveniently offers a business centre, meeting rooms, and a banquet room.
Are there any historical sites close to Hyatt Zilara Cancun?
Many travellers enjoy visiting Zona Arqueologica El Rey (7.1 km) and Scorpion’s Temple (1.0 km).